Shasta Grossett
Chicago,Illinois
Summary
Positive and energetic professional with expert Customer Service, Administrative, Supervisory and problem solving experience. Looking to apply my knowledge of client based services to exceed expectations and drive company sales. Proficient in MS Office Suite Programs including Outlook, Word, Excel, PowerPoint, Access, IEX Total View, Avaya Interaction Center, Great Plains, Track Via and Intuit-Accounting
Overview
11
11
years of professional experience
Work History
Customer Success Coordinator
Uber Freight
06.2021 - Current
- Liaison between driver and customer
- Resolve high level escalations
- Attend daily progress meetings
- Create progression reports
- Proofread and revise documents
- Train new employees
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Collaborated with sales and product teams to address customer success objectives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Dialysis Patient Care Technician
Davita Kidney Care
01.2018 - 01.2020
- One-on One Patient Care
- Monitor patients during and after treatments
- Cross function with Nurses and Doctors
- Set up and Disinfection of machines
- Freedom Homecare
- Performed routine quality control and safety checks on all equipment.
- Cleaned and connected fistulas, grafts and catheters to prevent infection.
- Cleaned and disinfected hemodialysis machines, chairs, trays, room and equipment.
- Recorded patient's pre-dialysis weight, vitals, and any new medical conditions.
- Set up and operated dialysis machines for patients receiving treatment for kidney failure.
- Recorded client data on hemodialysis flow chart.
- Gathered, charted, and analyzed patient history data and discussed key points with clinicians.
- Monitored patient vital signs, lab results and other indicators of health.
- Triaged patients in office or by phone to assess severity of conditions.
Caregiver
Freedom Homecare
08.2018 - 01.2021
- C.N.A/, (Private/per Diem employee)
- With ADL
- Assist with feeding
- Assist with grooming
- Assist with Medications
- Light housework
- Transport to and from appointments
- Schedule appointments
- Other duties as assigned
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted patients with self-administered medications.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
Customer Service Representative
TouchTunes
01.2017 - 01.2018
- Answer incoming customer requests via phone and email efficiently and professionally
- Set up and activate new accounts
- Process customer orders
- Troubleshoot system components
- Assist customers in generating immediate solutions to existing and potential problems
- Perform regular account maintenance to ensure accurate customer contact and billing information
- Accurately answer billing and general account inquiries and process customer payments
- Coordinate distribution of products and services
- Ensuring customer service standards are met or exceeded
- Adhere to company policies and procedures while driving efficiencies and profitability
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
Leasing Administrator
Apartment Guys Of Chicago
01.2013 - 01.2016
- Managed day to day office operations
- Leased Apartments
- Performed, scheduled and updated Realtor Showings
- Updated and created MLS listings
- Created Sales Receipts, Invoices, and Leases
- Managed Social Media and Advertisement
- Managed email accounts
- Managed Employee Schedules
- Managed Inventory
- Trained new Employees
- Cold Called Management Companies for listings and pricing
- Interviewed walk-ins and schedules appointments
- Greeted clients, showed apartments, and prepared leases.
- Responded to requests and scheduled appointments for property showings.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Registered clients on database to enable tracking history and maintain updated records.
- Coordinated office events, seminars and meetings for staff and clients.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Billing and Collections Supervisor
Clarity Partners, LLC
09.2012 - 11.2013
- Contracted for City of Chicago Water Billing and Collections
- Assisted and managed in-bound customer interactions
- Attended Weekly Leadership meetings
- Updated team with SOPs (Standard Operating Procedures)
- Conducted Team Huddles (minimum of two per week)
- Provided professional, customer centric service to external and internal customers
- Liaison between City Union Staff and Contracted Staff
- Assisted with maintaining SLA (Service Level Agreement)
- Escalated HR issues
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Documented conversations with consumers and research into accounts.
- Processed payments and applied to customer balances.
- Reported on and recommended actions related to financial stability of potential clients.
Education
Licensed Certified Nursing Assistant (CNA) -
BCLS/CPR Certification -
2022
Associates of Applied Science -
2008
Bachelors of Business Administration - Business Management
Robert Morris University
Chicago, Illinois2010
Skills
- Computer Skills: Advanced skills in
- MS Office Suite Programs including: Outlook, Word, Excel, Power Point
- Access,Google Sheets 2021
- IEX Total View Avaya Interaction Center Great Plains
- Billing Practices
- Agent Support
- Staff Training
- Credit and Collections
- Correspondence Writing
- Payment Acceptance
- Status Updates
- Statement Issuing
- Collections Procedures
- Customer Care
- Documentation
Timeline
Customer Success Coordinator
Uber Freight
06.2021 - Current
Caregiver
Freedom Homecare
08.2018 - 01.2021
Dialysis Patient Care Technician
Davita Kidney Care
01.2018 - 01.2020
Customer Service Representative
TouchTunes
01.2017 - 01.2018
Leasing Administrator
Apartment Guys Of Chicago
01.2013 - 01.2016
Billing and Collections Supervisor
Clarity Partners, LLC
09.2012 - 11.2013
Licensed Certified Nursing Assistant (CNA) -
BCLS/CPR Certification -
Associates of Applied Science -
Bachelors of Business Administration - Business Management
Robert Morris University
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